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NEW! Customer and Communities Stage
The Customer and Communities Stage explores how utilities are rethinking customer service, supporting vulnerable consumers, and working with communities to drive fair, inclusive, and sustainable change. Discover how innovation in engagement, data, and delivery is improving outcomes, reducing the impact of infrastructure, and empowering customers to mindfully participate in their energy and water use.
All this free content is CPD accredited 
Keynote programme coming soon!
Utilities are uniquely positioned to drive positive change beyond service delivery by acting in the public interest and investing in the communities they serve. This session will explore how utilities can embed social value, equity and local partnerships into their strategies to create lasting community impact.
As customer expectations evolve and call volumes rise, utilities need to offer a variety of solutions to serve a diverse customer base. Energy and water companies need to understand which channels best support specific customer needs and preferences to drive operational efficiency and increase customer satisfaction. This session explores strategies for aligning the right communication and service channels with the right customer journeys to optimise engagement and outcomes.
As the Clean Power 2030 target draws nearer, public discourse around net zero intensifies and future water security becomes a national priority, utilities must inspire meaningful engagement from both domestic and non-domestic customers. This session will explore how to deliver buy-in through transparent communication, tailored education and community engagement. Understand how to empower customers with the knowledge and tools they need to actively participate in building a resilient and sustainable utility network.
With rising bills and escalating debt level, more customers are struggling to keep up with energy and water bills. How can the industry step in to support those most in need and close the widening debt gap? Join this session to uncover how companies are leveraging data-driven insights, streamlining processes and proactively engaging with customers to support vulnerable people, reduce debt and build long term trust and resilience
Encouraging customers to embrace and adopt LCT is a critical element in the UK achieving net zero objectives. Utilities have a responsibility to introduce customers to these technologies and gain their trust. This session will delve into the innovative financing options being trialled, how to appeal to a diverse and inclusive audience, and mechanisms to make LTC more accessible.
Both domestic and wholesale customers need to be more engaged with water and energy networks than ever before. Reducing use and driving a conscious use of utilities to manage demand on the networks is critical. Join this session to discover how utilities are harnessing smart meters and changing consumer behaviour.
As customer expectations rise and perceptions of utilities continue to fall short, how can water and energy utilities refine, evolve and optimise how they serve their customer base? Join this session to discover how emerging and existing technologies can improve satisfaction with customers, optimise call centre agents and help utilities deliver gold standard customer service.
As utilities embark on a period of major capital project delivery, asset management programmes and the mass roll out of LCT, the demand for skilled frontline workers is surging. More people will enter these roles than ever before, making it essential to certify, upskill, and effectively manage this growing workforce. This session will explore how utilities can access and maximise new talent pools, examine the digital tools and strategies that enable efficient workforce management, and highlight how frontline workers underpin industry growth and resilience, ensuring utilities can deliver for future generations.
As economic pressures mount, utilities are under growing pressure to proactively identify and support vulnerable customers. This session will explore the groundbreaking innovations, technology and forward-thinking approaches helping utilities move beyond compliance and deliver more meaningful, targeted support to those who need it most. Discover how the sector is redefining its role in social responsibility with real work examples.
